Customer Experience Verifications Job at Wheels, Inc.
Join our Wheels team and be part of a dynamic, exciting and engaging business!
Together Let’s Go Far
Essential Functions
- Reviews analysis of reporting and educates customers how their team can maximize the use of LeasePlan’s products and services to achieve their specific business goals (speak the customer’s language).
- Collaborates with the Client Success (CS) team to identify, pre-plan and present the operational customer service initiatives and recommendations of the quarterly client business review (QBR) meetings.
- Coordinates the needs of the customer and aligns the teams to work towards a smooth implementation of services for new customers, including collaboration with onboarding to ensure proper data integrity and proper expectations are set for the customer.
- Identifies ways to modify customer or driver behavior to improve operations' ability to serve the account more effectively.
- Defines, investigates, and ensures effective resolution of conflict or complex customer issues.
- Demonstrates thorough understanding of LeasePlan products and services, benefits and limitations and how they work most effectively within customer environment.
- Ensures customers are aware of how ePlan and MyLP app can help them, and their drivers, make the most out of their products and services.
- Level sets customers’ understanding of processes and services in relation to their fleet and policies.
- Plans and provides oversight of action steps and execution towards cost savings management, asset optimization, fleet policy recommendation, per strategic roadmap in alignment with the Client Success (CS) team.
- Advises and works with customers using discretion, independent judgment and a challenger mindset, to recognize needs and recommend solutions.
- Interprets and analyzes reporting metrics and statistical data to bring operational insights to clients.
- Identifies areas of opportunities that create greater efficiencies within customer’s operation.
- Presents performance reporting (dashboard metrics, benchmark analysis, and best in class practices) to customers to communicate the value that LeasePlan is delivering based on customer objectives.
- Identifies and presents cost savings and cost avoidance LeasePlan is providing to customers.
- Leads and coordinates internal, cross functional teams to improve customer experience processes and outcomes, in order to improve outcomes for the client and LeasePlan.
- Facilitates consistent cadence of touch points with key account team members and cross functional teams (Ops, Finance, IT, etc).
- Conducts regular internal meetings to review customer expectations and ensure customer satisfaction.
- Ensures oversight of completed requests and activities, complex or routine, are delivered in accordance with contract and per LeasePlan and customer policies, procedures and priorities.
- Other duties assigned to ensure overall departmental efficiency.
Other Duties
- Clearly adheres to set processes regarding communication and collaboration.
- Maintains proficiency in all LeasePlan systems and technology.
- Identifies customer development opportunities.
- Identifies prioritized service and supports focus areas that meet client goals and expectations.
- Acts as a market expert with respect to electric vehicles.
- Acts as a subject matter expert within the company.
- Other duties and responsibilities assigned.
Competencies
- Facilitate and ensure Value Capture.
- Proactively enlighten.
- Drive and prioritize improvements.
- Build customer relationships.
- Teamwork and collaborate.
- Differentiate with technical expertise.
Job Specifications
Leadership Responsibility: This position requires the ability to influence internal partners/function on behalf of strategic customers but does not have direct leadership responsibilities.
Work Environment: This position is in Alpharetta, GA and operates in a professional environment both in person and virtually.
Position Type/Standard Schedule: This is a Full-time position and is defined as flexible in terms for work location.
Travel: Minimal travel expected. Less than 15%.
Education & Experience
- Degree in business, sales, marketing or specialist field required.
- 7+ years customer support experience and 5+ years servicing strategic accounts in customer facing roles or equlivent.
- Electric vehicles and/or fleet experience a plus. Customer experience in fleet industry with expertise in customer experience journeys.
- Experience formulating solutions with proven superior problem-solving skills for devising and implementing strategies involving quantitative analysis, conceptualization and communication of solutions
- Proven ability to establish objectives, take ownership of work, provide direction through indirect influence to achieve strong customer outcomes with accountability for results
- Project management experience
- Customer experience technology experience in addition to PowerPoint, Excel and Word.
Disclaimer
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
At Wheels we believe that together as one team we can achieve amazing things for our clients and for our careers and professional development. We have brought together an incredible diverse team of dynamic and innovative professionals who share a single-minded passion for leading customer service and client success.
We value people who are courageous, determined, innovative and do the right thing.
When you join our team, you’ll work with professionals who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, combined with the encouragement to continuously learn and grow
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